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To set up a Call queue, in the Teams admin center, expand, select, and after that choose. Type a name for the Call line in package at the top. overflow virtual receptionist. To include an existing resource account: Under, choose the button to add a resource represent this Call line.

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Select the button next to the resource account you wish to designate to this Call line. At the bottom of the pane, select the button. If you require to create a resource account: Under, select the button to add a resource account for this Call queue. On the pane, search for any set of letters to pull up the results dropdown.

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On the pane: Enter a descriptive. Representatives see this name when a call is provided to them. Enter a detailed for the resource account. Select the dropdown and choose. At the bottom of the pane, select the button. On the pane, pick the button. Representatives see the resource account name when they receive an incoming call.

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Appoint outbound caller ID numbers for the representatives by specifying several resource accounts with a contact number. Agents can choose which outbound caller ID number to use with each outgoing call they make. Within the Calls App, representatives can use their Call Queue (CQ)/ Auto Attendant (AA) number or their own personal Direct In, Ward Dial (DID).

On the pane, look for the resource account(s) you desire to permit representatives to use for outgoing caller ID functions. Select the button beside the resource account with an assigned telephone number. Select the button at the bottom of the pane. If you do not have a resource account with an assigned telephone number: Under, choose the button to include a resource account.

Select the button at the bottom of the outcomes. On the pane: Key in a descriptive. Representatives see this name when a call exists to them. Type in a detailed for the resource account. Select the dropdown and select. At the bottom of the pane, choose the button.

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After you have actually produced this new resource account for calling ID, you'll still require to: Choose a supported language. This language is used for system-generated voice triggers and voicemail transcription, if you allow them. As soon as you've selected a language, select the button at the bottom of the page. Define if you want to play a greeting to callers when they get here in the queue.

The uploaded recording can be no larger than 5 MB. If you select, the system reads the text that you type (up to 1000 characters) when the Call queue responds to a call. Note When using Text to Speech, the text needs to be entered in the language picked for the Call line.

Groups provides default music to callers while they are on hold in a line. The default music provided in Groups Call lines is devoid of any royalties payable by your company. If you wish to play a specific audio file, pick and publish an MP3, WAV, or WMA file. Note You are accountable for independently clearing and securing all needed rights and permissions to use any music or audio file with your Microsoft Teams service, which may include copyright and other rights in any music, sound effects, audio, brand names, names, and other material in the audio file from all appropriate rights holders, which might include artists, stars, performers, musicians, songwriters, composers, record labels, music publishers, unions, guilds, rights societies, cumulative management companies and any other parties who own, manage or certify the music copyrights, sound effects, audio and other intellectual home rights.

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Evaluation the requirements for adding representatives to a Call line. You can amount to 200 representatives through a Groups channel. You need to be a member of the team or the creator or owner of the channel to include a channel to the line. To utilize a Groups channel to handle the line: Select the radio button and select (overflow call handling).

Select the channel that you wish to use (just standard channels are totally supported) and select. The following clients are supported when utilizing a Teams channel for Call queues: Microsoft Teams Windows customer Microsoft Teams Mac customer Keep in mind If you use this option, it can take up to 24 hours for the Call line to be fully functional.

You can amount to 20 representatives separately and up to 200 agents through groups. If you desire to include specific users or groups to the queue: Select the radio button. To to the line: Select, look for the user, select, and then choose. To to the queue: Select, look for the group, choose, and then select.

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Keep in mind New users included to a group can use up to eight hours for their very first call to arrive. If there are more than 200 members in the group, only the first 200 members, in alphabetical order, will be included as representatives to the Call line. Important Understood issue: Designating private channels to Call queues When utilizing a private channel calls will be dispersed to all members of the group even if the personal channel only has a subset of staff member.

decreases the amount of time it considers a caller to be linked to an agent after the representative accepts the call. For conference mode to work, agents in the Call queue need to use among the following clients: The most recent version of the Microsoft Teams desktop client, Android app, or i, OS app Microsoft Teams Phone System variation 1449/1.

2020051601 or later on Agents' Teams accounts must be set to Teams, Only mode. Representatives who do not satisfy the requirements aren't included in the call routing list. We advise allowing conference mode for your Call queues if your representatives are using suitable customers (overflow virtual receptionist). Tip Setting to is the recommended setting. overflow call answering. Once you have actually picked your call answering alternatives, select the button at the bottom of the page.

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Conference mode isn't supported for calls that are routed to the queue from Skype for Service Server. Conference mode is needed if Groups users need to consult/transfer calls with Call queues. Representatives may hear the configured music on hold in line for as much as 2 seconds when very first signing up with the call.

If you need to utilize Conference mode, select,, or as the. If you require to use Attendant routing, set Conference mode to. Note If Compliance recording is allowed on the agents, the mix of and isn't supported. If you require to utilize, select,, or as the.

When using and when there are less contacts queue than available agents, only the first two longest idle agents will be presented with calls from the line. When utilizing, there might be times when an agent receives a call from the queue quickly after becoming unavailable, or a brief hold-up in getting a call from the line after appearing.